Customer Support Associate Jobs

About Hero Journey Club:

Hero Journey Club (www.herojourney.club) provides community-based mental health support inside of virtual gathering spaces to address loneliness and mental health for young adults (aged 15-35). We host weekly group sessions inside of video games like Minecraft to meet members where they already spend time, facilitated by trained therapists with expertise in evidence-based care.

We are building the social scaffolding to improve the emotional/mental health of every community. We are creating the infrastructure for modern communities to improve mental wellbeing through connection and belonging; the next generation of mental health tools, for the next generation. You can read more in our manifesto.

Come craft the future of mental health & wellbeing with us and literally save lives — trailblazers, empaths, and pioneers wanted.

Hero Journey Club is searching for a Customer Support Associate who can provide hands-on support to our journeyers and Journey Guides to ensure that journeys go off without a hitch. Reporting into the VP of Operations, you will provide top notch customer service day-to-day, and will have the opportunity to contribute to process improvements.

This role requires a strong orientation towards customer service, attention to detail, and technical prowess.

You will be joining a lean team that prioritizes automation over hiring. No two days will look the same, and processes will change often. We hope to attract someone who is energized by constant evolution and wants to grow with the team.

The role

• Supporting our awesome online community by resolving customer support issues, including payment processing, group session assignments, scheduling, onboarding etc.
• Communicating with both journeyers and journey guides in a way that is friendly, patient, and clear, thereby fostering a sense of trust in our community
• Troubleshooting and resolving technical issues in Discord, Zendesk, and our internal platforms, offering step-by-step guidance and clear instructions
• Contributing to the development and improvement of support documentation and knowledge base articles
• Bonus points if you can help translate experience supporting members into process improvement ideas
• Collaborating with the technology team to escalate bugs/complex issues and follow up with customers until a resolution is achieved
• Other projects as assigned; we’re a small and mighty team pitching in to support each other!

You will be ideal for the role if this sounds like you:

• Entrepreneurial: You excel in a remote-first, fast-moving startup environment, are a fast-learner with high intellectual curiosity, are a self-directed teammate with amazing organizational skills, and are resourceful (able to do more with less). A ‘no task is too small’ attitude
• Mission-Obsessed: You have a personal connection to our mission and want to expand access to mental health in a community-first model
• Strong Communicator: Exceptional interpersonal skills, and excellent verbal and written communication skills, particularly in online and text-based communities
• Outcomes-Driven: You like the thrill of pushing forward with progress, are willing to roll up your sleeves to work hard and grow a ton, and are great at getting things done
• Experience: You have 1-3 years of experience in customer/IT support
• Organized and detail-oriented: You have a system to keep track of anything and everything and your documentation is always clear
• Cultivates Wholeness: You bring your authentic self to work and promote the wellbeing of team and peers
• Technical Guru: You thrive in understanding the step-by-step of how things work and applying that understanding to help others. You know how to use Discord and Zendesk and can pick up other systems quickly

Benefits

Hero Journey Clubs’ benefits include generous time off, medical (100% company-paid up to gold tier), dental, & vision insurance, steep discounts on our mental health services, and generous parental leave.

Right to work

We’re a fully remote company, we’ll hire you from anywhere in the US. At the moment, we are not able to sponsor any visa or relocation.

We are an equal opportunity employer!

Hero Journey Club is proud to be an equal opportunity employer (EEO). We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability (including gender dysphoria and similar gender-related conditions), sex, gender identity or expression, sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality, and asexuality), veteran status, military status, domestic violence victim status, reproductive health decision making or any other protected category.